HERO-OSS has launched its contractor training programme, structured around seven core OSS knowledge areas – IT systems, home energy assessments, project management, financing, grant administration, quality assurance, and online marketing.
Training began in November and is being delivered through a blend of in-person sessions and online materials, all recorded for ongoing reference.
Pilot contractors will progress through the modules ahead of their first supervised retrofits in 2026.
Built on real-world OSS experience
The framework draws directly on REIL’s day-to-day experience as an established One-Stop-Shop.
Rather than treating each knowledge area in isolation, the seven thematic areas have been integrated into combined modules that mirror how OSS delivery actually works in practice – from first homeowner contact through to grant drawdown and aftercare.
What the programme covers
Foundation modules introduce contractors to the full OSS environment:
- The Customer Journey in OSS Delivery – a stage-by-stage walkthrough from initial enquiry to project completion and aftercare, covering both customer service and customer experience.
- Roles and Responsibilities within the OSS Model – explaining how the HERO White Label model repositions contractors as the local OSS, with REIL providing the back-office engine.
- Quality Assurance and Compliance Fundamentals – the SEAI accountability chain, the Domestic Technical Standards and Specifications (DTSS), and the three-checkpoint QA structure applied to every project.
- Grant and Documentation Workflow – a step-by-step look at SEAI grant eligibility, application, and drawdown.
- Introduction to OSS IT Systems – orienting contractors to the digital tools that underpin project management, CRM, and quality assurance.
- Data Protection and GDPR in OSS Delivery – practical, behaviour-focused guidance for handling homeowner data on site and in the office.
- Marketing and Lead Generation – building demand through SEAI grant awareness, regional Credit Union partnerships, and a credible digital presence.
- Talking to Homeowners About Finance for Retrofit Works – clarifying the boundary between retrofit and financial advice, with practical wording and compliance scripts.
Flexible formats for working contractors
Materials are built in the format that suits each topic – presentation slides for process walkthroughs, system-based guides for IT use, and step-by-step checklists for high-stakes tasks like grant processing and audit preparation.
Sessions are delivered in-person and online, recorded for later review, and supported with practical exercises and knowledge checks.
Tailored to where each contractor is starting
Contractors arrive with varying levels of experience and digital capability. Where established processes already exist, modules are delivered in a lighter alignment format.
Where additional support is needed, deeper instruction is provided to bring everyone up to a consistent standard.
A staged approach
Training is staged to match how contractors actually engage with OSS delivery. Foundation modules establish the core concepts now; more detailed procedural training – particularly on advanced QA execution, audit preparation, and full system use – will be developed and validated during the pilot phase, then refined for the soft launch.
Each pilot contractor is paired with a dedicated expert mentor who supports them through the modules and into their first supervised retrofits.